Open to opportunities

Leonardi Shish

@leonardishish

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Operations and customer-service leader driving team performance and process improvements.

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What I'm looking for

I seek a role where I can lead and develop teams, improve operations and processes, partner with clients, and drive measurable customer-experience and sales results.

I am a performance-driven operations and customer service leader with over seven years of progressive experience across hospitality, sales, and BPO management. I am bilingual in English and Spanish and focused on delivering excellent customer experiences while meeting business goals.

At The Office Gurus I oversaw daily operations for client accounts, ensured KPIs and SLAs were met, and helped launch two new lines of business. I grew through roles from customer service agent to operational account manager by consistently exceeding performance goals and building high-performing teams.

I have a proven track record in leadership and team development, operational and process improvement, and sales and client relationship management. I regularly partner with cross-functional teams — Training, Quality, WFM, and Implementation — to align operational strategy with client objectives.

I bring practical hospitality experience from multiple customer-facing roles, a passion for business administration and leadership development, and a hands-on approach to coaching and problem-solving that improves retention, productivity, and client satisfaction.

Experience

Work history, roles, and key accomplishments

Operational Account Manager

The Office Gurus

Jan 2023 - Jan 2025 (2 years)

Oversaw daily operations for client accounts, ensuring KPIs, SLAs, and quality standards were met; led hiring and launched two new lines of business, improving operational alignment with client goals.

Operations Management Team Leadership Client Relationship Management Process Improvement Coaching Implementation

Supervisor

The Office Gurus

Jan 2022 - Jan 2023 (1 year)

Directed a team of 30+ agents and partnered with Training, Quality, and WFM to implement coaching and process improvements that increased client satisfaction.

Team Management Coaching Performance Monitoring Quality Assurance Workforce Management Process Improvement KPI Analysis

Team Lead

The Office Gurus

Jan 2021 - Jan 2022 (1 year)

Led a team of 15+ agents, providing mentoring and performance support while developing lead agents for advancement into leadership roles.

Leadership Mentoring Coaching Performance Management Customer Service

Customer Service Agent

The Office Gurus

Jan 2020 - Jan 2021 (1 year)

Performed outbound sales and dental appointment campaigns, converting leads and improving patient retention while consistently exceeding performance goals leading to promotion.

Outbound Sales Customer Support Lead Conversion CRM Patient Coordination

Travel Agent

Ariston Marketing Limited

Jan 2018 - Jan 2020 (2 years)

Handled inbound vacation club calls, managed hotel/flight/car bookings and cruise reservations, and upsold travel packages to maximize revenue and ensure booking accuracy.

Customer Service Upselling CRM Attention To Detail

Barista & Cashier

Li’ Qana Café & Bookstore

Jan 2016 - Jan 2018 (2 years)

Prepared and served beverages and food, managed orders and cash handling, and maintained inventory and daily reporting to ensure timely, accurate customer service.

Customer Service Order Accuracy Inventory Management POS Time Management Reporting

Front Desk Assistant

Clarissa Falls Resort

Jan 2008 - Jan 2014 (6 years)

Supported resort operations across front desk, maintenance, and kitchen areas, delivering guest services and assisting with daily hospitality functions.

Guest Service Maintenance Kitchen Support Multitasking Hospitality Customer Relations

Education

Degrees, certifications, and relevant coursework

John Paul II Junior College

Associate's Degree, Liberal Arts (English)

2014 - 2016

Completed an Associate's Degree in Liberal Arts with a concentration in English, focusing on foundational liberal arts coursework and English studies.